Service Desk Manager

Job Title:

Service Desk Manager

Location:

Stennis Space Center, Mississippi

Employment Type:

Full-Time

Description

Vamonos IT is seeking a skilled and experienced Service Desk Manager to oversee Level 1 and 2 IT service operations supporting a high-visibility federal program. This role is pivotal in ensuring all service levels are achieved, escalations are handled efficiently, and customer satisfaction is consistently exceeded. The Service Desk Manager will lead a team of 50 Help Desk Technicians, drive continuous improvement initiatives, and serve as the primary escalation point for service-related issues.

The ideal candidate is a proactive leader with strong ITIL knowledge, proven service desk management experience, and a passion for excellence in customer service and team development.

Responsibilities

Leadership & Team Oversight

• Lead and manage a team of 50 Help Desk Technicians across 24x7 operations
• Oversee 100% of requests, incidents, and problems handled by the Service Desk
• Act as the escalation point for all service desk issues
• Identify and support team leads across Tier 1, Incident Management, and Problem Management sections
• Monitor employee coverage and provide backup support as needed
• Train and coach new hires prior to assignment of duties

Operational Management

• Develop and mature escalation workflows for both phone and ticketing systems
• Manage the service desk phone queue; participate in escalated calls when necessary
• Oversee and maintain the Knowledge Management repository
• Analyze trends to determine root causes and propose preventive measures
• Disseminate policy, prepare team schedules, and track deliverables as required by contract
• Develop and monitor KPIs to measure team performance and service effectiveness
• Serve as point of contact (POC) and advisor for government program managers
• Present updates and strategic overviews to government stakeholders using PowerPoint
• Define functional requirements for Power BI dashboards to support data visibility for service desk team members and government stakeholders

Customer Experience & Communication

• Communicate service status, incidents, and resolution progress to internal and external stakeholders
• Review customer satisfaction survey feedback to inform process and service improvements
• Recommend strategies for continuous improvement in support tools and customer experience

Collaboration & Strategy

• Partner with leadership to align service desk operations with organizational and contract goals
• Advise stakeholders on trends, risks, or situations requiring additional support or resources
• Develop a structured onboarding process and foster a culture of collaboration and growth

Required Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or related field (strongly preferred)

Experience:

• Minimum 3–5 years of experience in IT service desk environments
• Demonstrated success managing service desk operations for teams of 50 or more
• Familiarity with federal service level agreements and government client expectations

Certifications (preferred):

• Help Desk Institute (HDI) or Service Desk Institute (SDI) Certification
• ITIL Foundation Certification

Skills:

• In-depth knowledge of service desk best practices and ITSM frameworks
• Strong leadership and performance management skills
• Excellent verbal and written communication
• Proficiency in root cause analysis, escalation handling, and SLA management
• Experience with ticketing systems and knowledge base platforms

Physical Requirements

• Primarily sedentary with occasional walking and standing
• Must be able to lift items up to 40 lbs (e.g., laptops, monitors)

Work Hours

Standard operational hours: 6:00 AM – 6:00 PM local time, Monday through Friday
Service Desk operates 24/7; Manager may be required for escalations outside core hours

About Vamonos IT

Our experienced team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and infrastructure management within the Homeland Security and Federal civilian landscape.

Our Mission is to set the bar in service delivery excellence, providing professional services our customers cannot help but notice.

Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' success and include an inward focus on our team and interactions with each other.

From our customer-facing teams to internal operations, we want to conduct business in a way all employees can proudly and confidently represent Vamonos IT.

Our benefits include:

• Paid Federal Holidays
• Health, Dental, and Vision insurance options
• Simple IRA with matching
• Robust Paid Vacation Policy
• Continuing Education Assistance
• Short Term Disability

Veterans are encouraged to apply

Vamonos IT, LLC does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.